Tracer Return Policy

At Tracer USA, we strive to ensure customer satisfaction. Please review the following return policy carefully before initiating any returns.

1. Return Policy

1.1 Return Eligibility

  • Returns are accepted within 30 days of receipt.
  • Items must be in new, unused condition, with original packaging.
  • Customers are responsible for a 15% restocking fee and return shipping fees, which will be deducted from the refund amount.
  • All fees are non-refundable.

1.2 Return Process

  1. Contact info@tracerbikes.com to initiate the return process.
  2. If approved, you will receive a Return Merchandise Authorization (RMA) number and a return shipping label.
  3. Items must be shipped back with the RMA number clearly printed on the outside of the package. Packages without an RMA number will not be accepted.

Important Notes:

  • Use a tracked and insured shipping method for your protection.
  • Tracer USA is not responsible for any loss or damage during return transit.
  • Customers must arrange their own return pick-up services if needed.

2. Order Cancellation

  • Orders can be canceled within 24 hours of placement.
  • Once an order has shipped, cancellation is no longer possible.
  • Customers must return the merchandise in its original, unopened packaging and are responsible for return shipping costs.

Important: Tracer USA is not liable for damage, loss, or other issues with shipments arranged by customers.

3. Damages and Replacements

Inspect your order upon delivery and contact us within 48 hours if:

  • The item has a factory defect.
  • The item was significantly damaged during transit.
  • You received the wrong item.

Process:

  • Send clear photos or videos of the issue, along with proof of purchase, to info@tracerbikes.com.
  • Replacements will not be shipped until the issue is validated through evidence.

Exclusions:

  • Minor damage to outer packaging.
  • Cosmetic issues like small scratches, dents, or paint loss that do not affect functionality.
  • Wear and tear or damage due to improper assembly, excessive use, or user error.

4. Warranty Policy

Tracer USA provides the following warranties:

  • 6 months: Battery and electronic components.
  • 1 year: Frame.

Coverage:

  • The warranty applies to manufacturer defects that existed at the time of delivery.
  • Subject to inspection, defective items may be replaced at no cost with proof of damage and purchase.

Exclusions:

  • Normal wear and tear, rust, or paint damage.
  • Damage caused by accidents, misuse, neglect, or improper assembly.
  • Modifications or installation of non-compatible components.
  • Battery damage caused by improper maintenance, power surges, or misuse.
  • Bikes used for purposes beyond their intended use.

5. Non-Returnable Items

The following items cannot be returned:

  • Custom products (e.g., special orders, modified items).
  • Hazardous materials, flammable liquids, or gases.
  • Items that have been used or altered.

6. Exchanges

Tracer USA does not offer exchanges.

  • If you need a different item, complete the return process for the unwanted item.
  • Once the return is processed and accepted, place a new order.

7. Additional Information

  • Refunds will be processed upon inspection of the returned item and issued to the original payment method.
  • Please allow a few days for your bank or credit card company to process the refund.

For any questions, contact us at info@tracerbikes.com.

Need Assistance?

If you encounter issues with your Tracer e-bike, contact our support team at support@electropedals.com or fill in the contact form on our website and we will try to get back to you in less then an hour. We’re here to ensure you have the best riding experience!